A Study on Personalized Service & its Implication on Guest Satisfaction in 5 Star Hotels of Delhi
Author : Devangana Verma and Lalit Waghela
Abstract :
There is tremendous growth in the hospitality industry, and hotels are competing for customers to stay. Guests are considered a prime area of concern from the view point of business. Every business running is making profit, but what makes them stand apart and brings the guest back to them, is the guest experience. It is said that a person may forget the words that you used, but will never forget the way you made them feel. So if a guest is made to feel valued and satisfied it can give an upper hand to the hotel as compared to other hotels. It is the satisfied guest that brings more and more business to the hotels by repeat visit and even by word of mouth publicity. In the current market scenario, a retained customer is crucial to any hotel because they help reduce expenses associated with acquiring new guest as well as brand loyalty and goodwill in the marketplace. A descriptive research design using a structured questionnaire was filled by the staff members four and 5-star hotels of Ahmedabad. The secondary data has been gathered through literature reviews from similar research areas. The respondent's sample size is 53 from the select hotels in Delhi. The findings have revealed that all the 5 dimensions of the SERVPERF are significantly related to overall service quality as well as indicators of high service quality items that are considered important by the guest.
Keywords :
Hospitality, tremendous, retained customer, brand loyalty, goodwill
